IT Operations & End User Support SpecialistApply locations Melbourne time type Full time posted on Posted 3 Days Ago job requisition id R000070051
About Toll Group At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries.
IT Operations and End User Support Specialist Government & Defence (G&D) provides specialised logistics expertise, including relocation services. We manage and deliver a range of services on behalf of the Australian Department of Home Affairs in order to support Refugee and Humanitarian Visa applicants with the medical assessment process and subsequent travel to Australia.
The Role Our Toll G&D are seeking an experienced and customer-focused IT Operations and End User Support Specialist to join our dynamic IT team. This person will be responsible for providing first-line support to end-users for technical issues related to hardware, software, and network services. The ideal candidate will have excellent problem-solving skills, a strong understanding of IT systems, and the ability to communicate effectively with users at all levels of technical proficiency.
This is a fixed term contract to March 2027.
To be successful as a IT Operations and End User Support Specialist you will need to: User Support and Issue Resolution: Act as the first point of contact for IT support requests via phone, email, or ticketing system.Log and track incidents, service requests, and tasks in the service management system (e.g., ServiceNow).Diagnose and resolve a wide variety of IT issues, including hardware, software, and network connectivity problems.Provide step-by-step guidance to users for troubleshooting and resolving issues remotely, ensuring a positive user experience.Escalate more complex issues to higher-level support teams (e.g., second-line support, systems administrators) while maintaining communication with the user.Ensure that support tickets are resolved in a timely manner and within defined service level agreements (SLAs).Software and Hardware Support: Assist with the configuration and troubleshooting of common software applications.Ensure proper setup of workstations and devices for new employees, including hardware, software, and network configuration.User Account Management: Assist with creating, modifying, and deactivating user accounts (e.g., Active Directory, Office 365).Manage user access and permissions, ensuring compliance with company security policies.Provide password resets and other account-related assistance to end-users.IT Service Management and Documentation: Monitor and manage incoming support tickets, ensuring that requests are categorized, prioritized, and resolved according to SLA targets.Maintain accurate and up-to-date records of service requests, incidents, and resolutions.Document common troubleshooting procedures and create knowledge base articles to help users resolve recurring issues independently.Contribute to the continuous improvement of IT processes and service delivery by identifying trends or recurring issues and recommending solutions.IT System Monitoring: Assist in monitoring the health of IT systems, networks, and devices, ensuring proper functioning and reporting any potential issues.Help ensure backups, patches, and software updates are applied on time to maintain system security and stability.Perform routine checks and maintenance on IT infrastructure, escalating issues when necessary.About You: Associate's degree or equivalent experience in Information Technology, Computer Science, or related field.Experience in IT support or help desk roles, with hands-on experience in troubleshooting.Experience with ticketing systems and IT service management (ITSM) tools is preferred.To find out more about us visit www.careers.tollgroup.com You must be entitled to work in Australia and be prepared to undertake pre-employment checks including a criminal history check and medical.
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